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What does the service provider do about REFUNDS? First of all, this is part of the client relationship. Individuals don’t behave differently with you than they do with anyone else or anywhere else. And sometimes, you have to consider the issue of whether or not to give someone's money back. This issue could arise for three reasons:
BE CLEAR UP FRONT
A verbal or written CONTRACT can clarify the client’s expectations and what you are qualified and able to deliver. If you are a coach or a professional organizer, make it clear you aren’t a lawyer, psychologist, certified financial planner (unless you are!) If you provide services in a specialized field -- like credit counseling or nutrition -- be clear about the areas you don't cover (such as investment or medical advice). For example, I will let you know now that I am not a lawyer -- and that, in writing or signing any contract, you need to check with your attorney.
WATCH YOUR GUARANTEES
In any service industry, pay attention to what you PROMISE and how you word it, because clients may have misconceptions. Here are some things you can and cannot guarantee:
OUTLINE YOUR RELATIONSHIP
Set the terms of the client relationship or engagement -– how often you meet and by what means, what services you wil provide, and under what conditions. Some sort of MEASUREMENT tool for progress or results can also be put in the contract. These can be quantifiable results (a dollar amount, a score on a test, etc.) or subjective results (that their lives will work better, they will have less stress, they will have more free time). One client of mine wrote at the end of our coaching relationship, "I can solve problems better," and "I get in less arguments." This is an observable behavioral change and evidence that the coaching worked.
COMMUNICATION
Service relationships are always about communication. The client has a right to be satisfied, and you have a right to know how it’s going. Stay current. Check at the end of each appointment, "Was this helpful to you?" Have an ongoing ASSESSMENT of how the services you provide are benefitting the client -- from the client’s point of view. And let the client know you want to be informed right away when they’re DISPLEASED. This is also good modeling for the client. If the client feels dissatisfied and says nothing or does nothing, they have abdicated their personal power, and their responsibility. They are likely also doing this at work and at home, which is causing the same problems. Nothing can be fixed if it isn’t communicated. No one can read your mind.
DROP OUTS
A drop out is someone who contracts for your services (organizing, coaching, massage, financial counseling, whatever), participates for a couple of weeks, and then QUITS. Most of these will be paying session by session and refunds won't be an issue. You may indicate that pre-paid services are non-refundable, but they may pick back up with you within a certain time frame. At other times, the client may have gotten what they wanted in one session. They perceive value and are SATISFIED with what they have paid. No refund is in order.
NO-SHOWS
The no show signs up for a certification program, seminar, or workshop -- or schedules an appointment with you for a set time and date -- then doesn’t show up. For this, absolutely have a POLICY in place. For events, it's best to require a down payment up front. It’s typical not to refund the down payment after a certain point in time. You should have a no-show policy that charges the customer for the appointment without proper CANCELLATION notice. If you aren't paid in advance, you will be responsible for collecting no-show fees after the fact. But you can have any policy you like as long as you state it in advance.
NEGOTIATING
Some individuals’ personal style is to negotiate everything. Some cultures consider a contract the beginning of a negotiation, not the end. Know what you will ACCEPT beforehand. Be prepared for "excuses." The more you anticipate, the less you’ll be at the mercy of the emotions of the moment. In some cases I have a policy of no EXCEPTIONS. Because I work with individuals on intentionality, I would be no teacher if I didn’t model these competencies myself. This means when I say I will do something, I do it. This means I keep my word. And where does it start? Immediately, with what’s right in front of you. I always want to give a real-life example -- i.e., “This is the agreement. I have kept my part of it. I expect you to keep your part of it.”
FIRING THE CLIENT
Sometimes you will fire a client. In fact best professional practices may demand it. When would you do this?
RETAINER
Clients who are used to professional services may put you on a retainer. It means I take them as a client, stay up-to-date on their project, and will always have time for them on my schedule, but we meet only on an AS-NEEDED basis. It is expected to be an ongoing and long-term relationship.
THE DISSATISFIED CLIENT
All professions have practitioners who aren’t COMPETENT. Don’t let it be you. Keep learning, work with a coach, participate in professional development activities, hone your skills, and do your best work. If the client is dissatisfied for any of the following reasons, a discussion and learning experience are in order:
HANDLING A PROBLEM
The more prepared you are to deal with fees and refunds logically and rationally, the better your decisions will be. Anticipate what could come up and be FLEXIBLE. Don't be so rigid in your policies that you alienate a potential source of good clients down the road. Even a dissatisfied customer can bring you business, if you handle the situation professionally. But remember that you can’t anticipate everything; you can only learn some things as the examples present themselves. "When all else fails, use your intuition." It will guide you.
Susan Dunn -- The EQ Coach™ -- has an MA in Clinical Psychology. She provides coaching resources, tools and support for your personal and professional development -- including numerous ebooks, home study courses and EQ Alive, an EQ Coach training and certification. Susan may be contacted at www.susandunn.cc or . Want to receive these kind of articles via e-mail each month? Sign up for a free subscription. Click here to return to "Organized For A Living" -- October 2004... Add this page to your Bookmarks!
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